So the BBC has reported that HM Revenue and Customs Call Centre ‘missed’ 44 million calls last year according to Whitehall’s spending watchdog. Despite employing the equivalent of 10,500 full-time staff at a cost of £233m, it still failed to pick up 43% of the 103 million calls received. During the busiest periods of the year – such as the tax credit renewals peak in July – just one in three calls was actually answered! I don’t know about you but, as a tax payer, I find this both infuriating and unacceptable.
If a telephone answering service provided this level of service they would very quickly lose customers, lose credibility and lose profit.
So why are they getting away with it?
